Service Designer, Experience Design, Strategy & Standards

Join a fast-moving Experience Design team focused on scaling service design and journey mapping across the enterprise. This role is ideal for a hands-on Service Designer who enjoys creating high-quality journey artifacts, improving how work gets done, and partnering with stakeholders in a complex, regulated environment.
Responsibilities

• Facilitate discovery sessions to uncover the people, systems, tools, and processes involved in end-to-end journeys
• Organize research findings, stakeholder input, and business context into clear service design frameworks
• Create journey maps and service blueprints that capture customer, advisor, and internal experiences
• Identify friction points, opportunity areas, and key moments that matter across experiences
• Maintain journey artifacts as a reliable source of truth that can be updated over time
• Develop repeatable templates, methods, and workflows to support journey production at scale
• Build scalable, shareable artifacts using component-driven or code-based approaches when helpful
• Create and maintain a library of blueprint and journey map templates for different levels of detail and scope
• Help establish an AI-ready production process that can be owned and governed by the design strategy team after handoff

Skills

• Strong background in service design, experience strategy, and/or journey mapping
• Proven ability to lead workshops, facilitate discussions, and educate stakeholders on design methods
• Experience creating repeatable processes, not just one-time deliverables
• Systems thinking and the ability to connect customer experience to operational and technical ecosystems
• Comfort creating production-ready artifacts that are clear, structured, and easy to share
• Hands-on experience with tools such as FigJam, Figma, Claude Design, or similar platforms
• Familiarity with building custom skills using agentic AI tools such as Claude and ChatGPT
• Ability to work effectively in a complex, regulated environment
• Strong communication, collaboration, and stakeholder management skills

Preferred Skills

• Experience in financial services or another highly regulated industry
• Exposure to code-based or component-driven production methods for design artifacts
• Experience creating scalable design systems, templates, or reusable workflows
• Ability to balance craft quality with speed, consistency, and operational efficiency

Horizontal Talent is committed to fostering an inclusive workplace where diversity, equity, and inclusion are valued and supported. We welcome candidates from all backgrounds and encourage applications from individuals whose experiences and perspectives will help strengthen our teams and the work we deliver.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.